Hi,
i have filters running that classify certain incoming tickets (generated by our "hotline server") as customer phone calls. Those emails reach the system after an agent has picked up the phone and thus, a human spoke to the customer - i would consider this a first response, so in theory the response escalation should not be triggered.
Is there something i miss? is there a field in the filter that i can set, that disables the escalation for phone tickets?
Thanks
Customer phone article type - why does it not count as first response?
Moderator: crythias
Customer phone article type - why does it not count as first response?
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
Re: Customer phone article type - why does it not count as first response?
anyone?
OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging
Re: Customer phone article type - why does it not count as first response?
Hi,
first response escalation time stops on first external article noted.
regards
Florian
first response escalation time stops on first external article noted.
regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: Customer phone article type - why does it not count as first response?
thanks for your input, i played around a bit more,
this is the only combination of applied filters that leads to first response timer disabled:
this is the only combination of applied filters that leads to first response timer disabled:
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OTRS 5.0.24 (with ITSM Modules) and Znuny 6.4.4 in staging